The Abusive Customer

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The Abusive Customer

Author : Ivaylo Yorgov
Publisher : Taylor & Francis
ISBN 13 : 1000932834
Total Pages : 224 pages
Book Rating : 4.0/5 (9 download)

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Book Synopsis The Abusive Customer by : Ivaylo Yorgov

Download or read book The Abusive Customer written by Ivaylo Yorgov and published by Taylor & Francis. This book was released on 2023-08-18 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt: Breaking the silence around an all-too-common problem, this book offers insights into the triggers of customer aggression against service employees, explores its consequences, and provides practical advice for handling abusive customers and mitigating the damage they inflict. Today, more than half of the world’s population is employed in the service sector. This fundamental economic shift is accompanied by heightened attention to customer service and the ‘customer is always right’ paradigm. But when customers act aggressively, everyone pays a price: frontline employees, their families, their companies, and even the abusive customers themselves. Unlike breezier titles on the subject, this book is based in academic research—exploring the ‘why?’ and ‘when?’ behind abusive behavior—that underpins its practical approach, illustrated with real-world stories from professionals on the front lines of customer service. The book’s useful tools include a sample anti-customer abuse policy and management process, a cheat sheet of practices that work for handling its consequences, a summary of effective service recovery processes and practices, and abuse-handling training list and curriculum templates. Managers and workers in customer-facing roles, in industries such as retail, hospitality, tourism, banking, and contact centers, will welcome this essential resource as part of their efforts to stop aggressive customer behavior, and improve employee morale, job satisfaction, and engagement.

The Compassionate Geek

Author : Don R. Crawley
Publisher : Soundtraining Net
ISBN 13 : 9780983660705
Total Pages : 164 pages
Book Rating : 4.6/5 (67 download)

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Book Synopsis The Compassionate Geek by : Don R. Crawley

Download or read book The Compassionate Geek written by Don R. Crawley and published by Soundtraining Net. This book was released on 2011-05-05 with total page 164 pages. Available in PDF, EPUB and Kindle. Book excerpt: Note: There is a newer version of this book available. Please look up ISBN 978-0983660736. A real-world, plain-language how-to guide for delivering amazing customer service to end-users. Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Here's what you'll find: Best practices for communicating with email, including examples The four intrinsic qualities of great service providers Best practices for communicating using chat and texting Ten tips for being a good listener Two practical ways to keep your emotions in check A flow chart for handling user calls What to do when the user is wrong How to work with the different generations in the workplace All of the information is presented in a straightforward style that you can understand and use right away. There's nothing "foo-foo," just down-to-earth tips and best practices learned from years of working with IT pros and end-users.

If It Wasn't for the Customers I'd Really Like This Job

Author : Robert Bacal
Publisher : Bacal & Associates
ISBN 13 : 1452803803
Total Pages : 191 pages
Book Rating : 4.4/5 (528 download)

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Book Synopsis If It Wasn't for the Customers I'd Really Like This Job by : Robert Bacal

Download or read book If It Wasn't for the Customers I'd Really Like This Job written by Robert Bacal and published by Bacal & Associates. This book was released on 2011-02-28 with total page 191 pages. Available in PDF, EPUB and Kindle. Book excerpt: Bacal provides a practical guide to dealing with nasty, hostile, angry, and even abusive customers. He gives you the skills and confidence to deal with the most troublesome of customers.

Treating the Abusive Partner

Author : Christopher Mark Murphy
Publisher : Guilford Press
ISBN 13 : 159385207X
Total Pages : 305 pages
Book Rating : 4.5/5 (938 download)

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Book Synopsis Treating the Abusive Partner by : Christopher Mark Murphy

Download or read book Treating the Abusive Partner written by Christopher Mark Murphy and published by Guilford Press. This book was released on 2005-09-09 with total page 305 pages. Available in PDF, EPUB and Kindle. Book excerpt: Detailing the first one-on-one cognitive-behavioral treatment approach for this highly challenging population, this resource provides a straightforward rationale and clear guidelines for implementing the authors' flexible four-phase model.

Be Your Customer's Hero

Author : Adam Toporek
Publisher : AMACOM
ISBN 13 : 0814449069
Total Pages : 270 pages
Book Rating : 4.8/5 (144 download)

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Book Synopsis Be Your Customer's Hero by : Adam Toporek

Download or read book Be Your Customer's Hero written by Adam Toporek and published by AMACOM. This book was released on 2015-04-22 with total page 270 pages. Available in PDF, EPUB and Kindle. Book excerpt: On the front lines of customer service, every day presents new and unexpected challenges—and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help. Those who work on the front lines of customer service never know what new and unexpected challenges await them each day. But they do know one thing--they will be needed. But how can you prepare for the unexpected? How can customer service reps get the training and confidence required to tackle the unknown? In Be Your Customer’s Hero, internationally recognized customer service expert Adam Toporek provides the answers to preparing for the surprises awaiting the CSR. Through short, simple, actionable advice, in quick, easy-to-read chapters, this invaluable guide shows customer-facing CSRs how to: Achieve the mindset required for Hero-ClassTM service Understand the customer’s expectations--and exceed them Develop powerful communication skills Avoid the seven triggers guaranteed to set customers off Handle difficult and even irrational customers with ease Armed with the tools and techniques in Be Your Customer’s Hero, you will have all they need to transform themselves into the heroes their customers need.

Time's Up

Author : Susan Murphy-Milano
Publisher : Dog Ear Publishing
ISBN 13 : 1608443604
Total Pages : 226 pages
Book Rating : 4.6/5 (84 download)

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Book Synopsis Time's Up by : Susan Murphy-Milano

Download or read book Time's Up written by Susan Murphy-Milano and published by Dog Ear Publishing. This book was released on 2010-03 with total page 226 pages. Available in PDF, EPUB and Kindle. Book excerpt: Today there are more than five million women and their children are living in a violentrelationship, and this number is increasing as new technology from tracking devices on cell phonesto computer technology allow an abuser to track its' victims every move. Domestic violence and stalking related crimes are being dismissed in a flurry of shuffled divorcedocuments and court orders of protection. You cannot plead with an abuser and walk away frompotentially life threatening situations if you are unable to learn the steps necessary to protect yourself. In this straight forward, clearly written guidebook, veteran violence safety expert Susan MurphyMilano provides victims the tools and support they require to face this debilitating problem andtake the necessary steps to regain control of their lives. Victims and those going through divorce now are able to provide information, in their own words, about the fears, dangers, experiences they have had at the hands of their abuser. Like our own individual fingerprints, no two crimes against a victim are the same. An abuser isclever like a fox and this book will teach you the techniques to be ten steps ahead before a threatagainst your life can be carried out against you or your children. With the Evidentiary Abuse affidavit provided in this book a victim will be able to provide legaldocumentation and answers, allegations and fears that arise when a person has disappeared whenthey announce the relationship is ending, gone missing or have been found dead. You will be ableto properly document and describe: -Threats made against your life or well being, -Incidents of past abuse that a victim had endured -Admissions of how a threat will be carried out against a victim once they announce they are leaving or filing for a divorce -Where evidence or weapons would or could be located -Portray visible injuries or marks -Determine how to begin and continue through the complex maze a victim faces with policeand prosecutors-How to leave a Perpetrator-How to collect evidence "on the fly" How to begin and continue on the road to safety using a virtual toolbox of techniques How family and friends can be crucial in this process Using the creative approaches developed in this ground breaking guide book by Susan Murphy-Milano will take the victims from the State of being controlled to the "State of being in control." Susan is the author of Defending Our Lives, Getting From Domestic Violence and Staying Safeand Moving Out Moving On when a Relationship Goes Wrong Workbook. "There is nothing like this out there. The reason this book is so valuable is that it's the first book to provide step-by step procedures and structure to protect everyone from dangerous and abusive relationships" -Rev. Jennifer Burns Lewis, Pastor

The Verbally Abusive Man - Can He Change?

Author : Patricia Evans
Publisher : Simon and Schuster
ISBN 13 : 1593376537
Total Pages : 288 pages
Book Rating : 4.5/5 (933 download)

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Book Synopsis The Verbally Abusive Man - Can He Change? by : Patricia Evans

Download or read book The Verbally Abusive Man - Can He Change? written by Patricia Evans and published by Simon and Schuster. This book was released on 2006-10 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: From one of the world's most acclaimed experts on verbal abuse comes the first book that answers the question foremost in every woman's mind: Can he really change? Evans goes beyond identifying verbally abusive behaviors to prescribing a course of action for both victim and abuser.

Stop Hurting the Woman You Love

Author : Charlie Donaldson
Publisher : Simon and Schuster
ISBN 13 : 1592859631
Total Pages : 179 pages
Book Rating : 4.5/5 (928 download)

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Book Synopsis Stop Hurting the Woman You Love by : Charlie Donaldson

Download or read book Stop Hurting the Woman You Love written by Charlie Donaldson and published by Simon and Schuster. This book was released on 2010-06-28 with total page 179 pages. Available in PDF, EPUB and Kindle. Book excerpt: A first-ever how-to book to help abusive men change their behavior by changing their thinking. End the cycle of abuse - for good. Authors Charlie Donaldson, Randy Flood and Elaine Eldridge uncover a proven action plan that violent men can use to change their behavior. Filled with insightful questionnaires and actual case histories, the essential how-to book Stop Hurting the Woman You Love, will help end abusive patterns in favor of healthier, happier relationships.

Why Does He Do That?

Author : Lundy Bancroft
Publisher : Penguin
ISBN 13 : 9780425191651
Total Pages : 436 pages
Book Rating : 4.1/5 (916 download)

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Book Synopsis Why Does He Do That? by : Lundy Bancroft

Download or read book Why Does He Do That? written by Lundy Bancroft and published by Penguin. This book was released on 2003-09-02 with total page 436 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this groundbreaking bestseller, Lundy Bancroft—a counselor who specializes in working with abusive men—uses his knowledge about how abusers think to help women recognize when they are being controlled or devalued, and to find ways to get free of an abusive relationship. He says he loves you. So...why does he do that? You’ve asked yourself this question again and again. Now you have the chance to see inside the minds of angry and controlling men—and change your life. In Why Does He Do That? you will learn about: • The early warning signs of abuse • The nature of abusive thinking • Myths about abusers • Ten abusive personality types • The role of drugs and alcohol • What you can fix, and what you can’t • And how to get out of an abusive relationship safely “This is without a doubt the most informative and useful book yet written on the subject of abusive men. Women who are armed with the insights found in these pages will be on the road to recovering control of their lives.”—Jay G. Silverman, Ph.D., Director, Violence Prevention Programs, Harvard School of Public Health

Outgrowing the Pain

Author : Eliana Gil
Publisher : Dell
ISBN 13 : 0307422453
Total Pages : 98 pages
Book Rating : 4.3/5 (74 download)

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Book Synopsis Outgrowing the Pain by : Eliana Gil

Download or read book Outgrowing the Pain written by Eliana Gil and published by Dell. This book was released on 2009-07-22 with total page 98 pages. Available in PDF, EPUB and Kindle. Book excerpt: “Anyone who had a troubled childhood ought to read this book.”—Anne H. Cohn, D.P.H., Executive Director, National Committee for Prevention of Child Abuse Do you have trouble finding friends, lovers, acquaintances? Once you find them, do they dump on you, take advantage of you, or leave? Are you in a relationship you know isn't good for you? Are you still trying to figure out what you want to do when you grow up? Are you drinking too much, eating too much or trying to numb your pain with drugs of any kind? These are just a few of the problems abused children experience when they become adults. You may not realize you were abused. You may think your parents didn't mean it, didn't know better, or that others had it much worse. You may not even have made the connection between the past and your current problems. Outgrowing the Pain is an important book for any adult who was abused or neglected in childhood. It's an important book for professionals who help others. It's a book of questions that can pinpoint and illuminate destructive patterns. The answers you discover can lead to a life filled with new insight, hope, and love. “The best book available to help survivors cope and understand.”—Dan Sexton, Director, Childhelp's National Abuse Hotline “An invaluable aid for adult survivors of child abuse.”—Suzanne M. Sgroi, M.D., Executive Director, New England Clinical Associates

Hooked on Customers

Author : Robert G. Thompson
Publisher : Createspace Independent Publishing Platform
ISBN 13 : 9781478271512
Total Pages : 0 pages
Book Rating : 4.2/5 (715 download)

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Book Synopsis Hooked on Customers by : Robert G. Thompson

Download or read book Hooked on Customers written by Robert G. Thompson and published by Createspace Independent Publishing Platform. This book was released on 2014 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Talk is cheap." A cliché, perhaps, but the idea that what we do is more important than what we say is a fundamental truth. It applies in our personal lives and can extend into our professional work, too. Learning to let your actions do the talking can be revolutionary to a company that struggles to create enduring customer relationships. People who own operate, manage, or otherwise lead a company are always looking for ways to improve productivity, beat the competition, and ensure long-term success. Learning how to put words and ideas into action can be a key to success in the business world. Hooked on Customers is not about finding the right words, whether labeled as a "strategy" or not. It is an insightful, highly informative book that propels businesses into action. It explores successful customer-centric businesses, examines the ways they execute their strategies, and provides practical recommendations for business leaders to more effectively outperform their competition. A must-have for any business leader who wants to have a healthy relationship with customers, this book avoids the pitfalls that often plague others that offer business advice. Frequently, company leaders turn to consultants and other resources to recommend strategies that sound great but ultimately don't have any real meaning because they are a series of words without a tie to actions. Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer-centricity, author Robert Thompson has identified the five routine organizational habits successful customer-centric businesses use when executing strategy. Legendary leading customer-centric businesses: LISTEN to their customers' values and feedback. THINK about the implications of fact-based decisions on customers EMPOWER employees with the freedom they need to please customers CREATE new value for customers, without being asked DELIGHT customers by exceeding their expectations Crucial to Thompson's discussion of these habits is the premise that there are no quick fixes. Customer-centricity takes time, determination, and company-wide commitment. It must be maintained and constantly pursued to ensure that it becomes part of the fabric of a business. In the end, the results are well worth it. Hooked on Customers helps leaders understand, adopt, and implement the five crucial habits that enable companies to not only survive in highly competitive, overcrowded markets but to dominate them, creating a legacy of success and inspiration along the way.

Getting Free

Author : Ginny NiCarthy
Publisher : Seal Press
ISBN 13 : 1580055176
Total Pages : 342 pages
Book Rating : 4.5/5 (8 download)

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Book Synopsis Getting Free by : Ginny NiCarthy

Download or read book Getting Free written by Ginny NiCarthy and published by Seal Press. This book was released on 2013-03-05 with total page 342 pages. Available in PDF, EPUB and Kindle. Book excerpt: Since its original publication in 1982, Getting Free has changed the lives of tens of thousands of women. Written in an accessible style, packed with practical information and answers, special exercises designed to help a woman recognize abuse, and several success stories, Getting Free remains an important resource today—and this updated edition makes it an all the more relevant resource. In this expanded edition, Ginny NiCarthy features important new information from the latest studies and most recent research on the subject. New chapters include an analysis of whether batterers’ treatment really works, which programs help violent men change, and which do not; the results of research on the ways that many men who batter also abuse their children, and specific reactions of children to battering; the cultural and legal issues relevant to immigrant women; and a presentation of how religious beliefs and religious communities affect the real and perceived choices of women facing violence.

The Verbally Abusive Relationship

Author : Patricia Evans
Publisher : CreateSpace
ISBN 13 : 9781440404634
Total Pages : 240 pages
Book Rating : 4.4/5 (46 download)

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Book Synopsis The Verbally Abusive Relationship by : Patricia Evans

Download or read book The Verbally Abusive Relationship written by Patricia Evans and published by CreateSpace. This book was released on 2010-01-18 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Corporate Abuse

Author : Lesley Wright
Publisher :
ISBN 13 : 9780684817941
Total Pages : 262 pages
Book Rating : 4.8/5 (179 download)

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Book Synopsis Corporate Abuse by : Lesley Wright

Download or read book Corporate Abuse written by Lesley Wright and published by . This book was released on 1997 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt: Corporate abuse is a dehumanizing attitude built into the policies, structures and operations of a business. This text explains how this attitude is a natural outcome of the transition from a manufacturing to an information-based economy.

If He's So Great, Why Do I Feel So Bad?

Author : Avery Neal
Publisher : Citadel Press
ISBN 13 : 0806538627
Total Pages : 273 pages
Book Rating : 4.8/5 (65 download)

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Book Synopsis If He's So Great, Why Do I Feel So Bad? by : Avery Neal

Download or read book If He's So Great, Why Do I Feel So Bad? written by Avery Neal and published by Citadel Press. This book was released on 2018-03-27 with total page 273 pages. Available in PDF, EPUB and Kindle. Book excerpt: Free yourself from toxic relationships with “the new gold standard in abuse recovery” from the founder of the Women’s Therapy Clinic (Jackson MacKenzie, author of Whole Again). Foreword by Lois P. Frankel, Ph.D., New York Times bestselling author of Nice Girls Don’t Get the Corner Office ARE YOU A VICTIM OF SUBTLE ABUSE? Are you always the one apologizing? Constantly questioning and blaming yourself? Do you often feel confused, frustrated, and angry? If you answered yes to any of these questions, you’re not alone. Nearly half of all women—and men—in the United States experience psychological abuse without realizing it. Manipulation, deception, and disrespect leave no physical scars, but they can be just as traumatic as physical abuse. In this groundbreaking book, Avery Neal, founder of the Women’s Therapy Clinic, helps you recognize the warning signs of subtle abuse. As you learn to identify patterns that have never made sense before, you are better equipped to make changes. From letting go of fear to setting boundaries, whether you’re gathering the courage to finally leave or learning how to guard against a chronically abusive pattern, If He’s So Great, Why Do I Feel So Bad? will help you enjoy a happy, healthy, fulfilling life, free of shame or blame. “This book can open eyes for people who may have lost pieces of themselves along the way. Great examples and exercises. It is a companion from start to finish.” —Dr. Jay Carter, author of Nasty People “No-nonsense insights and practical ways to regain control of and empower your life.” —Dr. George Simon, international bestselling author of In Sheep’s Clothing

The Emotionally Abusive Relationship

Author : Beverly Engel
Publisher : John Wiley & Sons
ISBN 13 : 0471374474
Total Pages : 272 pages
Book Rating : 4.4/5 (713 download)

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Book Synopsis The Emotionally Abusive Relationship by : Beverly Engel

Download or read book The Emotionally Abusive Relationship written by Beverly Engel and published by John Wiley & Sons. This book was released on 2002-11-29 with total page 272 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Engel doesn't just describe-she shows us the way out." -Susan Forward, author of Emotional Blackmail Praise for theemotionally abusive relationship "In this book, Beverly Engel clearly and with caring offersstep-by-step strategies to stop emotional abuse. . . helping bothvictims and abusers to identify the patterns of this painful andtraumatic type of abuse. This book is a guide both for individualsand for couples stuck in the tragic patterns of emotionalabuse." -Marti Loring, Ph.D., author of Emotional Abuse and coeditor of The Journal of Emotional Abuse "This groundbreaking book succeeds in helping people stop emotionalabuse by focusing on both the abuser and the abused and showingeach party what emotional abuse is, how it affects therelationship, and how to stop it. Its unique focus on the dynamicrelationship makes it more likely that each person will grasp thetools for change and really use them." -Randi Kreger, author of The Stop Walking on Eggshells Workbook and owner of BPDCentral.com The number of people who become involved with partners who abusethem emotionally and/or who are emotionally abusive themselves isphenomenal, and yet emotional abuse is the least understood form ofabuse. In this breakthrough book, Beverly Engel, one of the world'sleading experts on the subject, shows us what it is and what to doabout it. Whether you suspect you are being emotionally abused, fear that youmight be emotionally abusing your partner, or think that both youand your partner are emotionally abusing each other, this book isfor you. The Emotionally Abusive Relationship will tell you how toidentify emotional abuse and how to find the roots of yourbehavior. Combining dramatic personal stories with action steps toheal, Engel provides prescriptive strategies that will allow youand your partner to work together to stop bringing out the worst ineach other and stop the abuse. By teaching those who are being emotionally abused how to helpthemselves and those who are being emotionally abusive how to stopabusing, The Emotionally Abusive Relationship offers the expertguidance and support you need.

Violent Partners

Author : Linda G. Mills
Publisher : Basic Books
ISBN 13 : 0786731877
Total Pages : 390 pages
Book Rating : 4.7/5 (867 download)

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Book Synopsis Violent Partners by : Linda G. Mills

Download or read book Violent Partners written by Linda G. Mills and published by Basic Books. This book was released on 2009-09-29 with total page 390 pages. Available in PDF, EPUB and Kindle. Book excerpt: A radical new take on the crisis of intimate abuse, Violent Partners argues that as a culture we misunderstand the root causes and basic effects of abuse, and until that changes there is no hope of fixing the problem. Dr. Linda Mills challenges assumptions, tears down myths, and offer solutions, all the while telling riveting stories of couples who have conquered violence in their relationships. In Violent Partners, she describes several programs that hold promise for addressing intimate abuse, including two nationally known and groundbreaking treatment programs-Peacemaking Circles and Healing Circles. Controversial, provocative, and accessible, Violent Partners is unlike any other book on abuse and relationships, and highlights in great detail the complexities of violence through the stories of men and women who have acknowledged their abuse and sought to do something about it. This is essential reading for anyone seeking to understand violence in their own relationship, friends and family members of victims and abusers, and legal and mental health practitioners looking for a new and valuable approach to treating couples in crisis.